Offer summary

Qualifications:

Bachelor's degree in Business Administration, Marketing, or related field preferred., 5+ years of direct customer service experience required., 3+ years of SaaS experience required., 2+ years of customer success leadership experience required..

Key responsibilities:

Provide 1:1 support, coaching, and mentorship to the CSM Team.

Maintain SOPs and ensure adherence to best practice standards for customer service.

Serve as the primary escalation point for client issues and support enterprise partners.

Track department KPIs and ensure client information in CRM is accurate.

Job description

At InsCipher, our commitment to our customers is what drives us.

Ours is a culture of innovation and progress. We are a creative team of doers constantly striving to develop value-driven products and services for our customers.

Our ultimate goal is to become the trusted authority and leading partner for state departments of insurance, surplus lines associations, and brokers nationwide. We’re achieving that goal by enhancing every facet of our customers reporting and tax filings through education and innovative, streamlined compliance solutions.

We’re growing fast and want you to be a part of it!

We’re looking for a talented, forward-thinking Customer Success Management (CSM) Lead to join our team. Under the direction of the Vice President of Customer Success this role will be responsible for providing support and oversight to the CSM team. They will maintain standard operating procedures (SOPs) and ensure the team adheres to best practice standards that align with InsCipher’s mission to provide best-in-class customer service. This is a remote role.

Key Responsibilities

Provide 1:1 support, coaching, and mentorship to our CSM Team
Maintain SOPs and ensure the team adheres to best practice standards that align with InsCipher’s mission to provide best-in-class customer service
Provide their team with the tools, assistance, and resources they need to effectively increase retention rates and provide best-in-class customer service
Serve as the primary escalation point for client issues
Work alongside Customer Success Managers to provide hands-on support for enterprise partners
Collaborate cross-functionally to improve and/or develop department SOPs
Track department key performance indicators (KPIs), including utilization, and hit target goals for client retention
Ensure client information in our CRM (HubSpot) is accurate and up to date, including health scores, notes, and tier assignment
Onboard and oversee new hires
Required to perform other duties as requested, directed, or assigned

Requirements and Qualifications

Bachelor's degree in Business Administration, Marketing, or related field preferred
5+ years of direct customer service experience required
3+ years of SaaS experience required
2+ years of customer success leadership experience required
Skilled in all Office Suite applications
Demonstrated knowledge of project management fundamentals
Excellent organization and attention to detail

Perks

Health, dental, and vision plans
Amazing work-life balance with 4 weeks of Paid Time Off
10 Paid Company Holidays with 2 floating holidays
401K Programs with employer match
Personal assistant programs for support in a healthy personal and work life

Why InsCipher?

At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to:

Work on cutting-edge projects that are reshaping an industry
Collaborate with a team of passionate, like-minded professionals
Enjoy a culture that values flexibility, innovation, and personal growth

Compensation Range: $95k/yr - $115k/yr

We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics.

If you need accommodation, please let us know during the interview process.

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